Customer Care Center

Bill Payment & Account Access

Billing & Payment General Information

• High Water Bill Investigations

  Leaks, incorrect meter readings and even vandalism can be reasons you receive a high water bill.

  Answering "yes" to any of the questions below could be the reason your bill is higher than expected.

  • Did the number of people living in your property increase?
  • Any extra house guests during the billing cycle?
  • Filled a pool, or used a pressure cleaner during the billing cycle?
  • Left the hose on or washed cars during the billing cycle?
  • Yard work done recently/planted new sod/trees/plants?
  • Any unusual moisture noticed in home or on lawn?
  • Any repairs made on property or to toilet/fixtures during billing cycle?
  • On vacation or home left vacant?
  • Been a victim to an act of vandalism (report it to police)?
  • Have a leak that was concealed or underground?

  The Department routinely investigates the occurrence of a high water bill. The investigation consists of an examination of the water meter and meter box to ensure there are no leaks, and a visual inspection of the exterior of your property to determine the possible causes of the higher consumption.

  To request an investigation, call Customer Service at 305-665-7477 or email [email protected].

  This investigation will be completed at no cost if you have an unusually high bill or your water consumption has increased 50 percent or greater than your average quarterly water consumption.

  • Read more about detecting and fixing leaks

• Past Due Account & Payment Extensions

  Bills are typically sent to customers on a quarterly basis, and are considered past due if payment is not received within 21 days from the billing date. After the 21st day, a 10 percent late fee will be assessed and applied to the account. Avoid late fees by making the payment prior to the due date.
  
  If payment is not received and an extension is not requested by the bill due date, a final notice will be mailed. If payment is not received within 14 days of the final notice, then the service may become eligible for disconnection. If the service is disconnected and remains unpaid for an additional 7 days, the account will be closed and any available deposits applied to the balance. A final bill will be generated with the remaining balance due or a refund will be issued in the case of a credit balance.

  Requests for an extension of time to pay can be made anytime through your water and sewer account login.
  
  Note: Two occurrences of returned checks within a year will restrict your payment methods to cash, cashier's check or money order for one year and a deposit may also be applied.

• Bill Adjustments

  You may receive an adjustment to your bill in any of these cases:
  

  • A high bill due to a leak that was concealed underground or behind a wall.
  • A once-a-year pool credit is allowed for a swimming pool that is emptied and refilled.
  • An act of vandalism resulting in a high bill (customer must have reported the incident to the police, and must verify repairs made to damaged water and sewer fixtures).
  • An over or underestimated reading.
  • An incorrect meter reading.

  Learn more about bill adjustments

• Water Service Deposit Refunds

  Customers in good standing will automatically receive a credit to their account for the full deposit amount after 2 years of good payment history or at termination of service.

• Premise Location Certification

  A Premise Location Certificate includes information related to current accounts, outstanding balances, liens, bankruptcy, write-offs, tampering costs or other financial responsibilities on a water and sewer account. To order a certificate, complete a form and submit it by fax, mail or in person.

• Tampering Violations

  It is unlawful without the written consent of the Miami-Dade Water and Sewer Department to tamper with any utility fixtures that service your property. Examples of a tampering violation:

  • Water usage without applying for service
  • Turning water services on without department authorization
  • Installation of an unauthorized meter
  • Installing any foreign apparatus to stop or alter the metering of water
  • Removing or modifying any of the utility’s fixtures such as a meter or meter lock
  • Connecting a water meter backwards

  A Civil Violation Notice is issued to either the property owner or tenant when a tampering violation is found.

  • Pay a tampering violation

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